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Organize categories, visibility, and AI access

Updated Jul 29, 20261 min read

Categories

Categories organize the public Help Center and help visitors scan related material. Use a small number of durable categories based on visitor tasks, not your internal org chart. An article can belong to more than one category when that genuinely improves discovery.

Visibility

  • Public: available on the public Help Center and suitable for visitor links.
  • Widget-only: available in the configured widget experience but not intended for public browsing.
  • Internal or unpublished: not available as a public article.

AI access

Enable AI access only when the content is approved for the Agent to use. Publishing and AI access are related but separate controls: a public article can be excluded from AI, and internal uploaded Knowledge may be available to AI without becoming a public article.

Avoid conflicts

Do not keep contradictory versions of the same policy in multiple articles or uploads. Choose one authoritative source, update it, and unpublish or disable the superseded version. This is especially important for pricing, plan allowances, security, privacy, legal terms, and integration availability.